Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about the landlord’s handling of: Insulation within the property. The resident’s reports that the soil pipe was not compliant. The resident’s reports of repairs required and mould in the bathroom. Communication regarding fire compartmentation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for front door and external canopy replacement, window, and internal decoration works.
The complaint is about the landlord’s: handling of lift repairs in 2022 . response to the resident’s request for reimbursement of service charges relating to the lift. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s management of repairs at the property. The landlord’s handling of pest control issues. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request for a repair to: A leak. The boiler and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s enquiry about insurance and repair costs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: the resident’s reported concerns about the standard of the: grounds maintenance. internal communal cleaning. the resident’s concerns that the estimated service charges had increased . The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s handling of the resident’s request to be rehoused. The landlord’s handling of repairs (including water leaks, issues with electrics, and pests). The landlord’s handling of reports of damp and mould.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) including harassment from his neighbour and the housing officer’s conduct. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: No electricity in the kitchen since April 2022. Multiple other repairs in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Staff members using the estate cleaners’ room. The water pressure. Damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the renewal of the windows and doors at the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for support from council services. responsive repairs. reports the property is uninhabitable. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about: The landlords handling of the resident’s reports of cigarette smoke entering the property. The landlords handling of the resident’s reports of carbon monoxide from the boiler in the property. The landlords handling of the residents reports of a wasp infestation. The landlords handling of the complaint.
The complaint is about the landlord’s handling of: Reports of cracks to the property and window repairs. A request for kitchen and bathroom upgrades. The complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Boiler repair issues. Lift repair issues. The landlord’s handling of the complaint will also be considered.
The complaint is about the landlord’s response to the resident concerning: The handling of repairs to her previous property. The condition of her current property at the start of the tenancy. The handling of repairs to her current property.
The complaint is about the landlord’s: Response to the resident’s concerns in respect of his rent arrears, including the support offered by the landlord and his concerns of discrimination. Complaint handling.
The complaint is about: The landlord’s response to the resident’s re-housing request. The landlord’s handling of repairs in the resident’s property. The landlord’s handling of reports of damp and mould. The landlord’s handling of reports of a silverfish infestation. The communication from the resident’s housing officer and general treatment by …
The complaint is about the landlord’s handling of a reported leak from the roof and damage to his property from historic leaks.
The complaint is about the landlord’s response to the resident’s concerns about service charges.
The complaint is about the landlord’s response to the resident’s reports of damp in her property.
The complaint is about the landlord’s handling of the resident’s reports of a leak and subsequent damage to her belongings. The Service has also considered the landlord’s: Record keeping. Handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s reports of roof leaks affecting her loft and kitchen ceiling, including the landlord’s communication. The landlord’s handling of the associated complaints.
The resident’s complaint was about: The landlord’s response to the resident’s reports of issues in relation to her heating and hot water systems in terms of and including the resident’s distress and inconvenience, missed appointments delays, and the vulnerability of the household. The landlord’s complaint handling. On 17 January 2023, …
The complaint is about the landlord’s: Response to the resident’s concerns in respect of moving to the property and the handling of repairs. Response to the resident’s reports of issues with the boiler. Knowledge and information management. Complaint handing.
The resident’s complaint is about the landlord’s handling of: Damp and mould. Repairs to a storage heater. Overcrowding in the property. His complaint.
The complaint is about the landlord’s handling of: reports of anti-social behaviour, including noise nuisance and noise transference. the resident’s request for rehousing on medical grounds. the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s transfer application. Complaint handling.
The complaint is about the landlord’s handling of the report of a leak causing water ingress into the resident’s property. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns about parking. The landlord’s handling of the resident’s complaints about: Noise nuisance reports. Cleanliness of the communal area. Unauthorised access to the block. Availability of the lifts.
The complaint is about the landlord’s handling of: repairs to an underground leak and subsequent damp and mould in the resident’s property. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a boundary fence to be moved. Concerns about discrimination. The Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: the resident’s concerns about the impact on her health of the landlord’s handling of issues. the landlord’s handling of: the resident’s reports it had accessed her garden without permission. a rodent issue at the property. the resident’s concerns about how it communicated with her, and about …
The complaint is about the landlord’s response to the resident’s reports of various repairs. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial behaviour (ASB). The standard of communal cleaning. Fire safety. A charge for communal window cleaning. This report has also assessed the landlord’s: Complaint handling. Record …
The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the balcony decking. Reports of the resident’s flat being excessively cold …
The complaint is about the landlord’s: Handling of the resident’s concerns about delays in its provision of her finalised service charge accounts. Response to the resident’s concerns about the standard of services provided under the service charge agreement. Handling of the associated complaint.
The resident’s complaint is about the landlord’s: Response to her reports of a leak in the property; Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.
This complaint is about the landlord’s: Handling of its concerns about clutter in the resident’s home. Response to the resident’s complaint about the cost and efficiency of his heating system.
The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.
The complaint is about the landlord’s response to: The resident’s reports of a defective patio door. The resident’s concerns about the garden fence. The resident’s reports of a loss of hot water.
The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: An unauthorised structure in the neighbour’s garden. Anti-social behaviour (ASB).
The complaint is about the landlord’s handling of: A refit of the resident’s kitchen. A refit of the resident's bathroom. Reports of damaged and missing items. The Ombudsman has also investigated the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of repairs and adaptations required at the property. We have also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns that her mail was being stolen from the communal letterbox by a neighbour.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |